Lalabet Casino - Player’s account verification is delayed.

Die Verifizierung des Accounts dauert nun schon 6 Tage! Noch immer ist keine Antwort in Sicht!

Hello x4wsccrkcd,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lalabet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Habe soeben mit dem Chat gesprochen, angeblich ist der Verifizierungsprozess seit heute abgeschlossen.

leider habe ich noch kein Email dazu bekommen, wie es jetzt weitergeht.

Aktualisiert: warte seit gestern auf die Auszahlung… Melde mich wenn sie durchgeführt wurde

Hello x4wsccrkcd,

As the payout may take up to 14 days, please let us know once it would take longer otherwise I can only recommend to wait.

Hello x4wsccrkcd,

As the verification time now surpassed the 14 day recommended period, allow me to ask if there's been any update regarding your case.

Nein.

Hello x4wsccrkcd and thank you for the update. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear x4wsccrkcd,

My name is Mirka, and I will be assisting you in solving this case. I would now like to invite the Lalabet Casino representative into this conversation.

Dear Lalabet Casino,

Could you please provide more information about this case to clarify the situation?

Thank You in advance.

Mirka

Dear x4wsccrkcd and Mirka,

We appreciate your reaching out to us and providing regarding your concerns, we have thoroughly reviewed the case in question.

We would like to explain the situation to make it a little clearer for Mirka. The player x4wsccrkcd contacted our casino with a request for a refund because his account was allegedly not closed on time, and as the player claims, he is struggling with a gambling addiction. However, having conducted a detailed examination of all communications, we regret to inform you that we did not find any explicit requests for account closure or notification about gambling addiction in the interactions with our support team. As part of our commitment to responsible gaming, we take such matters very seriously and act promptly upon receiving such requests. In this instance, we confirmed that your account was promptly blocked upon receipt of your most recent message.

We understand the frustration you may be experiencing, and we sincerely regret any inconvenience caused. However, based on our investigation, we have not identified any violations of our Terms and Conditions or regulatory requirements on our part. It is crucial to note that refund requests, such as yours, sometimes align with tactics employed by scammers attempting to exploit casinos.

While we empathize with your situation, creating a precedent for refunds without clear grounds may expose our brand to potential abuse by malicious actors. We must uphold a consistent policy to maintain the integrity of our services and safeguard against fraudulent activities.

We genuinely regret the circumstances leading to your request and understand the disappointment it may cause. If there are any additional ways we can assist you within the confines of our policies, please let us know. Our team is committed to providing support and addressing any legitimate concerns you may have.

Thank you for your understanding, and we remain at your disposal for any further inquiries.

Best Regards,

LalaBet Casino Team.

Dear x4wsccrkcd,

as you can see in Casino's reply, their team haven't been able to find any explicit requests for account closure, or any notification about your gambling addiction.

Could you please provide screenshots of conversations with Lalabet's support team, that would prove, that you requested account closure in the past?

Thank You in advance

Mirka

Dear x4wsccrkcd,

We are extending the timer by 7 days.

Please, be aware that in case you fail to respond to your complaint in the given time frame, or do not require any further assistance, we will reject it.

Mirka

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.